As the Manager, Player Development, you will shape the VIP experience at Casino Vancouver by leading a high-performing team, cultivating meaningful guest relationships, and driving strategic growth across our most valuable segments. Reporting to the General Manager, you will champion a culture of personalized service, data-driven decision making, and proactive engagement-ensuring every VIP guest feels recognized, valued, and connected to the property. This role is both guest-centric and business-focused, requiring a leader who can inspire their team, elevate service standards, and execute targeted strategies that strengthen loyalty and expand revenue opportunities.

Reporting to the General Manager, You will be responsible for identifying, developing and sustaining quality business relationships with all VIP Guests in a way that enhances guest loyalty while growing the casino's business.

Key Accountabilities

• Responsible and accountable for increasing the percentage of VIP carded play, according to established targets
• Provide day-to-day leadership, coaching, and direction to the VIP Host/Player Development team to ensure consistent delivery of high-touch guest service and achievement of program targets.
• Approaching and building new guest relationships & maintaining and enhancing existing guest relationships
• Train, mentor, and upskill team members in relationship-building, guest engagement, and data-driven player development strategies.
• Set clear expectations, monitor performance metrics, and conduct regular check-ins to support continuous improvement and accountability.
• Utilizing telemarketing skills to win back inactive guests, increasing play of decliners and marketing special events, entertainment and promotions
• Proactively networking by attending community events
• Developing and maintaining VIP database utilizing Player development tool
• Serving as a "Good Will Ambassador" for the casino by providing exemplary service on a daily basis
• Promoting Privé Club Card Program, property amenities and marketing programs to our guests in addition to
• Guide team members in identifying high-value guests, creating personalized engagement plans, and executing targeted outreach to grow loyalty and revenue.
• Adhering to Provincial and Federal regulations
• Assisting in developing operational budgets as they pertain to VIP players and promotions
• Managing the day-to-day budget for the VIP program based on established program criteria
• Analyzing guest play and making sound investment decisions as per guidelines when awarding complimentary products/services
• Working with team members to develop strategies and tactics to drive the success of the Casino
• Performing other duties as required

Education and Qualifications

• Flexibility for scheduling as this position will require working evenings, weekends and holidays
• Minimum 2 years guest service experience preferably in Player Development
• Minimum 2 years of management experience preferably in Gaming industry
• Sales and business development experience an asset; Post secondary education an asset
• The ability to speak additional languages considered an asset
• Computer literacy in all applications of MS Office; knowledge of Salesforce an asset
• Strong English communications skills - both verbal and written, with superior telephone etiquette
• Strong understanding of Slots and Table Games operations and knowledge of all gaming policies
• Proven record of high guest service delivery skills; excellent interpersonal skills
• The ability to successfully obtain and maintain a Gaming Worker license through the Gaming Policy and Enforcement Branch (GPEB)
• Ability to obtain a Serving It Right certificate
• Ability to possess and maintain a valid driver's license and have access to reliable transportation

Work Environment Considerations

Standing for long periods of time, interruptions and non-traditional work hours

Total Rewards

We offer a comprehensive Total Rewards package designed to support your well-being, growth, and long-term success. Team members receive extended health benefits starting immediately upon hire, paid wellness days, and a Company-matching RRSP program with up to a 4% match to help you plan for the future. This role also includes three weeks of pro-rated annual vacation, supporting work-life balance.

Compensation for this position is aligned with experience, with a salary range of $75,000-$105,000, and eligibility for a performance-based bonus structure that rewards strong operational results, leadership impact, and contributions to operational excellence.

Exclusive Staff Perks

Team members enjoy a variety of discounts across the resort, including:

• Dining discounts, including at Gordon Ramsay Steak
• Hotel discounts